Tag: Customer retention

Nov 07, 2013

Admin

Several years ago I decided to relocate to a different part of Houston, Tx. Because I was moving to a newly built home, I chose to utilize professional movers – didn’t want to scratch those new walls! One thing that thoroughly impressed me with the moving company was their frequent reminders and updates. “Mr. Allen […]

Oct 08, 2013

Admin

Creating a great customer experience hinges on one’s ability to develop a well-oiled system. Two key factors of the system are the people working within the system and the people served by the system as both have expectations of the system. When expectations go unmet, gaps exist. Let’s talk about several of these gaps. What […]

Sep 04, 2013

Admin

In today’s marketplace, customers have multiple methods to interact and or purchase goods/services. It’s important to have a clear understanding of your customer’s habits as it assists in developing products/services, marketing methods, and customer service strategies. Most of us were taught a simple method of gaining information back in elementary school – ask Who? What? […]

Aug 07, 2013

Admin

During a recent consulting assignment, it became apparent that the customer service personnel were experiencing an excess amount of stress each morning. When asked to elaborate on the cause, here’s the answer I received – “Errol, employees at the various store locations are committing our installation crews to a timeframe without verifying if our appointment […]